Adding, Editing, and Deleting Events
If you intend to schedule an activity on Zoho Desk that has a specific place, time, and duration, you need to use events. Zoho Desk's built-in event manager provides an easy way to manage your events.
By using the Zoho Desk's events, you and your customer support teams can keep better track of your programs and schedules. For example, If you’re working on a customer ticket that requests a home service, you can create an event for the required service right from the ticket.
Adding an Event
Events are added to the help desk in the following ways:
- Manually by creating events and associating them with tickets
- Mapping events to their related tickets
You can create an event under the Activities module or the Activity subtab within a ticket's detail page.
To add a new event manually
- Click the Activities module.
- On the Activities Home page, click Events at the bottom of the left menu.
- Click the Add Event icon (
) from the top bar.
- On the Add Event page, fill in the required event details such as subject, start time, duration, and contact name.
- Click Submit.
To map events to the tickets
There are two ways to map an event to the ticket.
Activities module
- Click the Activities module.
- On the Activities Home page, click Events at the bottom of the left menu.
- Click the Add Event icon (
) from the top bar.
- In the Add event page, search and map the desired ticket using the Ticket field.
- Click Save.
Tickets module
- Open the desired ticket from the Tickets module.
- In the Tickets View page, click the Activity tab.
- Select Event under Add Activity.
The associated ticket gets mapped directly into the Add Event page. - Click Submit.
Note:
- Events are not automatically closed when the duration set during the creation of the event is reached. They will only be closed when the status is updated as Completed.
- Events will be considered completed only when the events are marked completed in the system-defined field called Completed. If the status is marked complete in a custom field with the same field name the event will not be considered closed.
Adding Attachments
An event is rarely “just an event.” There is prep work to be done and documents that need to be read before any productive meeting or demonstration can take place. Adding attachments to events is a great way to have all the information you need for the event. You can add documents, spreadsheets, offline maps, and other files to add more context.
To add an attachment
- Open an event in its detail view.
- In the Event Details page, click the Attachments tab.
- Select Attach from cloud or Browse Files.
You can attach files either from cloud storage, such as Zoho Workdrive, Google Drive, Dropbox, Evernote, OneDrive, or Box or from your computer.
Hover over a file and click Delete/Download as required.
Set Reminders
You can use Set Reminders to keep track of important events. You can set reminders either specific to the agent or for the entire team.
There are three options for event reminders:
- Alert through Pop-up
- Alert through Email
- Alert through SMS
To set reminders for events
- Open the desired event from the Activities module.
- In the Event Details page, click the Edit icon (
) from More (…) in the header.
- Toggle the Set Reminder option.
- Set the desired reminder time from the drop-down list.
You can set the reminder on or before the event. - Choose Alert Through Pop-up, Email, or SMS as required.
- Click Save.
You can also set the custom date and time when you want event reminders.
Editing an Event
You can edit an existing event to add more context to it.
To edit events
- Open an event to view its details.
- From the More (…) option click Edit.
- In the Edit Event page, make the necessary edits and click Save.
You can also edit an event from the Event List View page. In the list view, hover over an event and click Edit.
Deleting an Event
Occasionally you may need to remove events that are no longer needed.
To delete events
- Open an event to view its details.
- From More (…) option select Delete.
- Click Delete to confirm.
When you delete an event, it will be moved to the Recycle Bin in your help desk.
To permanently delete an event
- Go to Setup.
- Under Data Administration, select Recycle Bin.
- Select Events from the drop-down menu on the top bar.
- Select the events that you want to delete permanently and click Delete in the upper-right corner.
- Click OK to confirm the permanent deletion of the event.
Restoring deleted events
You can restore an event that was deleted inadvertently.
To restore the deleted events
- Go to Setup > Data Administration > Recycle Bin.
- Select Events from the drop-down menu at the top bar.
- Select the events that you want to restore and click Restore in the upper-right corner.
- Click Proceed to confirm the selection.
Note:
- Restoring the selected records will also restore all the data associated with them.
- Events that are permanently deleted cannot be restored.
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